Team Lead - Customer Service

Intake Solutions of America is accepting applications for a

Team Lead - Customer Service (Hybrid in Greensboro, NC)

Experienced - Focused - Results Driven

At Intake Solutions of America, we have one mission: Turning law firm leads into cases. ISA offers 24 hours a day/7 days per week tailored intake dialogues that lead to contact conversions. Our specialty is serving personal injury and related practice area law firms across the nation.

What's in it for you?

• Inclusive and diverse working environment.
• Positive and team-driven culture.
• Innovative technology.
• Competitive Pay.
• $1k Sign on Bonus.
• Shift Differential Available.
• Medical Plan Options (including a zero-dollar premium High-Deductible Heath Plan option for employee-only coverage).
• Dental Plan Option.
• Virtual Healthcare Access.
• Health Savings Account and Flexible Spending Account Options.
• 401k plan with an employer match.
• Disability Insurance Options (with employer-paid Long-Term Disability).
• Life Insurance Options (with employer-paid Basic Life Insurance).
• 11 Employer-Paid Holidays (Equivalent).
• Employer-paid Employee Assistance Program.
• Employer-paid Benefits Assistance/Advocacy Program

Hourly Pay Range: $18.00 to $21.00

Duties:

Hybrid Schedule - Must work in the Greensboro, NC location 2-3 days per week.

Ability to effectively utilize available technology, including computers, databases, portals, and software needed to successfully perform the essential duties of the job.

Maintains a professional, courteous demeanor and provides excellent customer service to external and internal clients.

Assists the ISA Leadership in establishing operating policies and procedures consistent with the overall goals and objectives of the company.

Effective leadership skills are required; exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others.

May assist the in the preparation of short and long-range plans and budgets based on broad corporate goals and growth objectives.

Analyzes key performance indicators to ensure potential and current client satisfaction and departmental efficiency, including the performance of performance of departmental employees.

Analyzes call volume and other metrics using multiple software products in relation to work hours, staffing, and other events such as national campaigns and mass mailings and onboarding of new clients.

Ability to type a minimum of 40 words per minute and efficiently process data in the Intake system while simultaneously speaking and interacting with potential new clients.

Ability to work core full-time traditional business hours as well as flexibility to modify or flex work hours due to the expanding needs of the ISA services environment and potential assigned projects.

Reviews caseload statuses and reports results to ISA Leadership.

Facilitates regular meetings and trainings with team members as needed.

Handles escalated calls as needed.

Responds to client feedback and requests in a timely manner.

May assist with discovery meetings with potential new client firms and with the onboarding of new client firms.

Communicates with client firms for ongoing quality assurance, and acts as a liaison between the company and clients.

Produces various weekly, monthly, quarterly, and annual reports. Occasionally develops necessary reports to monitor department key performance indicators.

Monitors call flow, retention, and response time of Intake team members.

Screens and interviews candidates for employment.

Conducts hiring and termination evaluations of direct reports.

Handles disciplinary actions, performance reviews, and coaching of direct reports with oversight from ISA Leadership.

Monitors and controls time schedules, timecards, and leave requests for assigned team members.

At Attorney(s) direction, provides front-line call support, case evaluation, and new client sign-ups.

Quality checks employee calls.

Must be able to administer/adhere to company/departmental policies and procedures.

Must be able to effectively coach team members and develop and maintain cohesive teams.

Other duties as assigned.

Qualifications: NC residents only. High school degree or equivalent, and two plus years of related experience required, or an equivalent combination of education and experience. Preferred education and experience include: A college degree; Experience teaching, training, or developing others; and/or Experience in the legal field. Bilingual (English/Spanish) is a plus.

Intake Solutions of America is an Equal Opportunity Employer.